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<blockquote data-quote="Cole" data-source="post: 201263" data-attributes="member: 9507"><p>All the talk about having a polished image etc...shiny shoes, etc...but there's only so many times you can paint the trucks, and leave the inside a mess. Our image gets tainted imho because of the things I stated above and customer after customer, has seen us do just the basics, and chose to leave for someone that does what they say, and puts up, so we don't have to shutup. I imagine some mngrs start bonus crunching to decide if that extra cart etc...would be worth putting out there.</p><p> </p><p>Customers know when you go the extra mile to take care of them (drivers etc...), and they also know when we cut them short and leave the message that they don't matter that much to us(managers), as was the case with WM, and many others.</p><p></p><p>In other words if you commit to customer X that you will have a driver there at 17:45 dailey then you do not keep putting more stops on that run, so that driver can be there, and maintain the commitment. It's called credibility.</p><p> </p><p>Heck we lost an account that wasn't a major account, but it was over a whopping $35.00 that UPS claimed they owed, and they dropped us and went to Fed Ex, and it ended up we were wrong and they didn't owe that massive bill.</p></blockquote><p></p>
[QUOTE="Cole, post: 201263, member: 9507"] All the talk about having a polished image etc...shiny shoes, etc...but there's only so many times you can paint the trucks, and leave the inside a mess. Our image gets tainted imho because of the things I stated above and customer after customer, has seen us do just the basics, and chose to leave for someone that does what they say, and puts up, so we don't have to shutup. I imagine some mngrs start bonus crunching to decide if that extra cart etc...would be worth putting out there. Customers know when you go the extra mile to take care of them (drivers etc...), and they also know when we cut them short and leave the message that they don't matter that much to us(managers), as was the case with WM, and many others. In other words if you commit to customer X that you will have a driver there at 17:45 dailey then you do not keep putting more stops on that run, so that driver can be there, and maintain the commitment. It's called credibility. Heck we lost an account that wasn't a major account, but it was over a whopping $35.00 that UPS claimed they owed, and they dropped us and went to Fed Ex, and it ended up we were wrong and they didn't owe that massive bill. [/QUOTE]
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